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unannounced changes in Embarq—My Account—Pay Bill - Embarq's High Speed Internet [entries|archive|friends|userinfo]
Embarq's High Speed Internet

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unannounced changes in Embarq—My Account—Pay Bill [Thursday, 27 December 2007 @ 15:16]
Embarq's High Speed Internet


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I always pay my Embarq bills online, using Embarq Pay Bill eChecking option. The way these things work, is that you give your banking information to the payment system once, and afterwords you simply initiate payments against the banking information that you have given previously.

The due date being soon, I've just logged into my Embarq account. To my surprise, after selecting to pay the bill, the only option in the "Payment Method" is now called "Enter New Bank Account Information". Considering that I have already given such account information to their web-site more than a year ago, and was using the Pay Bill service every month ever since, this is hardly acceptable without a prior notification, which I've never received.

Upon closer inspection, it becomes clear that Embarq has decided to switch from their in-house payment solution to that of speedpay.com, apparently losing all previous account information. Did it ever occur to Embarq that it would be nice to notify their customers about such change? Obviously not. An unexpected change of this sort is specifically "nice" if you are on a trip of some kind, and don't have the account information handy.

From: embarq_jenny
2008-01-25 05:33 pm (UTC)

Re: unannounced changes in Embarq—My Account—Pay Bill

I truely apologize for any incnvenience. Of course we wanted this transition to be easy for everyone. Is everything working ok online for you this month and not asking you to resubmit your information?
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[User Picture]From: cnst
2008-01-25 06:09 pm (UTC)

Re: unannounced changes in Embarq—My Account—Pay Bill

Yes, after I went out of my way to re-provide the bank information, the payment was processed. However, I stand by my words that the transition was executed very poorly on Embarq's side — but right now it is probably too late to do anything about it, I doubt that Embarq is going to issue such an announcement retrospectively, but I'd be happy to be surprised by such an announcement. ;)
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